All things being equal (technical skill, available technology, access to capital and equipment), quality communication is what separates winners from losers.
Our clients want updates on their projects when and how they want them. Some want daily updates. Some want weekly meetings. Some just want to be told—proactively—when there is a problem. Some want these updates in person, others via text, others via phone, others via email.
And we are no different. Within our own team, the frequency and type of communication varies wildly. This is true in communications with my friends and family as well. Some rules of thumb:
- If you want to be heard, communicate in a fashion that the receiving person best absorbs. I have a buddy who I can send emails to and not hear back for days. But if I text him, he responds immediately. If I want to be heard, I have to text him.
I like lots of proactive updates. Others find that overwhelming and turn it all off. Watch how others communicate with you and mirror that behavior. A perfect example is confirming receipt of an email. Many will respond to all emails with a “Got it” or “OK.” Others find that annoying and only want a response if there are questions or concerns. So for some people I’ll respond “Got it” and for others I won’t. I mirror their behavior.
- Determine the most effective mode of communication, not simply the most efficient. Many people simply will not read or absorb emails longer than four or five sentences. If you can’t concisely convey your message in a paragraph or in a handful of bullet points, find another form of communication.
Anything sensitive should be done in “human” form—a face-to-face meeting is best, a phone call is second best. Yes, it takes longer to call or to meet with someone. But it can save huge misunderstandings and problems in the mid- to long term.
- Assume anything you put into writing (email, text, social media, letter, etc.) could end up on a billboard someday. Sounds ridiculous, but this is a great test. If you wouldn’t want it to be printed on a billboard along the highway, don’t put it in writing.
- Eliminate excuses for poor communication. The world we live in has no patience—and no excuse—for not communicating proactively. If you don’t know the answer, acknowledge the situation and tell them you will circle back with them in “x” amount of time to tell them where things stand. Far too often, people say they didn’t communicate proactively because they didn’t have a solution or know the answer.
Many of us aren’t behind a computer or phone all the time. Being remote or working in the field is not an excuse for poor communication. Today’s technology and our support of that technology makes it possible for all of us to communicate proactively.
The world of remodeling requires effective communication to work as one cohesive, synergistic unit. Our clients require—and frankly pay us for—proactive, professional communication. Our alliances are only as good as the communication and updates we provide. We need to win at this increasingly difficult communication game. If you disagree, give me a call.
